Ybets Casino - Pelaajan kotiutus on viivästynyt.

KYC verification progress all documents provided and then they suddenly stopped responding.. Multiple tries contacting them over 14 days but no success

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Yes, I know very well why KYC is needed and that it can take some time.

To better understand your situation and move the process forward, could you please provide the following details:

Which documents have you already submitted to the casino, and when exactly did you send the most recent one?

Proof of Identity, by National ID and selfie with it. & All payment accounts that I deposited to casino with.

I made a new updated version today. 08.01.2026

Were you able to submit all required documents promptly and in the correct format?

Yes.

Has the casino requested any additional documents recently, and if so, which ones?

They requested proof of bank accounts 25.12.2025 and I sent it 26.12.2025

Are there any documents in your account that are currently pending verification?

Just waiting for response about my bank statement. I think the proof of identity is accepted already.

I will update when I hear anything new

No answer on email yet.. And now they closed my account and no withdrawal.

No explaination or response

This casino! 🙂

Dear Bbbbb and Casino Guru,

The KYC department is currently awaiting additional documentation from the player. The request was made via email, we kindly ask the player to check their inbox and reply with documents when able.

Respectfully,

Ybets Casino Representative.

Updated documents yesterday, waiting for response

Dear Bbbbb and Casino Guru,

Upon provision of the documents, no further submissions are required at the moment. Account restrictions have been lifted as a result. We thank the player for their cooperation.

Respectfully,

Ybets Casino Representative.

Dear Ybets Casino Representative,

Thank you very much for reaching out and providing the player with guidance regarding his problem.

Dear Bbbbb,

Please let me know if there is anything else we can assist you with.

Dear Bbbbb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru